[Hiring] Senior Customer Onboarding Manager @Postscript

Role Description

As Senior Customer Onboarding Manager, you will actively guide our largest customers through the Postscript setup process. You will be responsible for:

• Communicating best practices
• Optimizing campaigns and automations
• Troubleshooting any issues

Your efforts will ensure that customers see a strong return in their first 60 days using Postscript, directly benefiting our customers and contributing to our ambitious growth plans. Further, as a Senior member of the Onboarding team, you will help develop and grow junior team members.

Primary duties include:

• Running one-on-one, best in class onboarding sessions with your assigned customers, including coaching customers through list growth, automations, campaigns, and more
• Growing and developing junior team members and acting as an escalation point
• Consistently meeting and exceeding onboarding health targets
• Becoming a critical voice on the team in iterating on our customer journey
• Actively contributing to deep collaboration among sales and product teams to create the most seamless onboarding experience
• Developing and maintaining deep expertise in our product, services, and the marketing technology domain, including industry trends, compliance/regulatory considerations, and trendsetters
• Guiding customers through multi-channel marketing strategy, helping them understand how to coordinate messaging across channels to maximize reach, engagement, and revenue
• Developing onboarding frameworks and best practices that account for the full breadth of a customer's marketing stack

Qualifications

• 5+ years in a customer-facing role, with experience in SaaS, software, or closely related tech preferred
• Experience project managing multiple priorities with Enterprise-level customers
• Ecommerce or martech experience highly preferred
• Demonstrated experience coaching and mentoring
• Demonstrated problem-solving abilities, including with technical issues
• Strong process-orientation and ability to drive a consistent and repeatable experience
• Experience in a high-growth, early stage environment preferred
• Experience working with or onboarding customers across multiple owned marketing channels (e.g. SMS, push, direct mail, or similar)
• Familiarity with lifecycle and retention marketing concepts, including list segmentation, campaign sequencing, and automation design across more than one channel

Benefits

• Salary range of USD $97,000-$117,000 base plus quarterly variable compensation & significant equity (we do not have geo-based salaries)
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Work from home (or wherever)
• Fun - We're passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, vision insurance